Sultanbet Casino - Player's withdrawal is delayed due to KYC process.

Hi,

I have winnings and for the first time trying to do a withdrawal from sultanbet. They gave me credit after my self exclusion expired and I finished it. Thereafter I deposited 1000 dollars and have no winnings of 35.000 usd. They sent an email for KYC, I submitted documents, and they kept delaying it and asking for more and more KYC documents. I have submitted everything they have asked for without faults. They VIP rep claims KYC takes few hours, but its been 1 week since I submitted the first docs and 2 days now since I submitted the last docs. Feel like they are delaying the KYC trying to find a reason not to approve it or waiting for me to spend the money on the account since im a high roller that amount would go quick. I need help to get this resolved.

Dear saram87, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Hi,

Yes I have responded to them immediately.

I first sent my 2 bank cards and my national ID.

Then they asked for Drivers license and proof of address, which I sent.

Then they asked for passport and proof of address on bank statement, which I sent 2 days ago.

Today they asked me to draft a letter showing my face, with the printed letter holding my ID. I just sent it now.

Its been 1 week since first submission and 2 days since last. Except for now they asked for this selfie.

Forgot to mention that each time I submitted the ID I also sent a selfie with my ID.

Listing down everything I submitted.

1st submission

• images of front and back of 2 bank cards ive used for deposits
• Selfie with my National ID card
• Ejari certificate (government issued certificate for tenancy contract of my residence)

2nd submission

• Front and backside of my drivers license
• Selfie with drivers license

3rd submission

• Bank statement to show proof of adress
• Passport
• Selfie with passport

4th submission

• Selfie with myself holding my passport and a printed verification letter (drafted according to their instructions) signed and dated by me

Hi again,

I would just like to inform that my winnings are now above 44.000 USD. Im afraid they are looking for any excuse not to verify me as they still haven't responded to my last submission on Friday. please help =(.

Hi,

they have finally approved my account. My winnings are up at 54000 usd. Considering how it all went down I suggest keep this open as I have a pending withdrawal of 100 dollars since 27th. And their T&C says they process within 48 hours. Also note that they require same withdrawal method as deposit. I deposited with my card and they don’t have the option of withdrawing to the card.

furthermore, my "vip manager" said I am selected to withdraw through bank account, however she’s been MIA since last week not responding me and I have sent them an email about it. Waiting for response

Do I understand correctly that the balance in your account is $54000?

Have you requested only one withdrawal of $100 so far? Could you please specify which payment method you chose for this withdrawal?

its resolved, they approved the account and agreed to bank payment. thank you

Dear saram87,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru